map-marker San Francisco, California

Poor Customer Service!!

I ordered 3 different Batman molds off their site and when i recieved my mail package there was three Sweet 16 Lollipop molds inside!! And i needed them for an order i had 3 days later. When i called them directly, i spoke with the Mr. and all he could say was, it was an error and if i would like a refund or would like them to send out the correct ones. If you want happy and returning customers, you should offer more than just to correct your own mistake!! Perhaps 3 free molds of the original equivallent price amount. Again, it's your mess up!!
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We did make an error where two labels were switched in the packaging process. The last letter was the only difference and a mistake happened.

The first package recipient notified us immediately and we fixed the error. Since we sell hundreds of molds a day, it was difficult for us to know WHO the other recipient was. FIVE days later, we received a message that she had received the wrong order. We apologized and were willing to expedite the shipping to be sure she received it on time.

She agreed and we began to package her order to get it out the same day. She called back a few minutes later and cancelled the order. We offered a full refund and told her to keep, sell or throw away the molds she received in error. She made the decision to cancel and did not even give us a chance to fix it other than a refund.

This post made me think, when I get the wrong item in the mail, the company sends me the proper item and nothing more other than to be sure I receive it on time. In all fairness, we did ask her what we could do to make it right and she said to be sure she got the correct molds on time. To which we agreed.

Unfortunately, she came here and left this post and did not fully explain what happened that day.

Sabryna Cvm
map-marker San Antonio, Texas

I sell items on ebay and placed an order with to purchase wholesale products for my ebay store. A few days after I place the order I receive a voicemail from the company asking me to call them back as they needed to confirm my order. (I was out of town.) That same day they continued to call, over and over again. The next day there is another voicemail this time stating that the prices of their products and shipping have gone up and that they wouldn't make any money off of my order. -Keep in mind that the prices were already listed on their website. Once I got back I checked my voicemail and email asking me to contact them. I did and they wanted to jack up the prices of the items as the prices had gone up after I placed my order. I sent them an email stating that they are the ones that had set the prices and if there was a change that they should have reflected that on the website ahead of time. The woman named Heidi was so rude in her emails and then started saying that my credit card was declined. Which could not have happened. We exchanged a couple more emails and I can tell you that she should not have any kind of contact with customers, and she's the owner. RUDE, RUDE, RUDE!! I know that if I would have called the BBB, that they would have ruled in my favor. I decided that I just would never order from them or deal with them ever again. That company wasted a lot of my time. DON'T TRUST THEM!
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To clarify...we received the order from this customer and while placing her order, the pricing was being updated on the site. We tried to process her order as it was submitted including the calculated shipping (that needed to be added since the order was a wholesale order)...the card was declined.

We called and did call again to be sure we had the correct number and at that time, we left a message. When we did not hear back, we called again the following day to confirm the credit card numbers since it was not going through. No answer again so we also left the message saying the prices had changed (we did explain the situation) and that we would honor this ONE order at the original prices but future orders would reflect the new amount but the card was still not going through.

I did go back and check the emails of which were very professional and initially a standard 'your card has not gone through please call so we can verify the information on the card as it does get entered incorrectly from time to time'.

Many days later, we received a message from the client stating there was NO WAY her card was declined as she had plenty of money. She misunderstood our message and by then was in no place to truly rectify the situation so we cancelled the order. We just needed to verify the numbers so we could process her order.

We have been in business for over 10 years and have never experienced such shortness or lack of listening up to that day. We are here for our customers and try to work with each person as we understand things happen.

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